Pipeline Success

Customer Service - Team Lead/Coach


Austin, TX


Full Time

Customer Service Team Lead/Coach

We are looking for a Team Lead for our team of Client Advocates, who will also be part of doing the daily tasks of customer service.  Responsible for the overall performance of agents in our customer service/client success department.  Our ideal candidate is an experienced coach who understands lead generation and is passionate about building a team to reach their full potential through coaching to behaviors.  

A day in the life

  • Supervise and coach a team that would include virtual agents and in office
  • Answer Client Advocate questions through chat, email and call channels
  • Coach on behaviors to drive KPIs
  • Track attendance and manage staffing on a daily basis
  • Train and motivate the team
  • Process payment updates, refund requests and client issue escalations
  • Jumping in to assist team in their daily role, if someone is out sick or bandwidth is low
  • Reporting to Director of Operations for guidance and transparency of team performance
  • Thorough documentation of any new process or change of process

What you’ll need

  • Experience coaching to behaviors to drive team performance
  • Experience in Lead Generation
  • Strong Microsoft Excel background
  • Professional attitude
  • Exceptional verbal and written communication skills.
  • Ability to multi-task 
  • Clear communication with your team, your managers and other departments, upon which your team's success may rely


  • We are a fun team and part of a growing business
  • Employer paid health care
  • Flexible hours
  • Casual dress code (yes, shorts and flip flops are ok)
  • Kitchen stocked with healthy snacks and drinks (and sweet stuff too)
  • Northwest Austin location


Company Website: www.pipelinesuccess.com

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